Quality Function Deployment

Identify customer wants Identify how the good/service will satisfy customer wants Relate customer wants to product hows Identify relationships between the firms hows Develop importance ratings Evaluate competing products Compare performance to desirable technical attributes

QFD House of Quality

Customer importance ratings Interrelationships How to satisfy customer wants

What the customer wants

Relationship matrix

Target values Technical evaluation

Competitive assessment
Weighted rating

House of Quality Example

Your team has been charged with designing a new camera for Great Cameras, Inc.

The first action is to construct a House of Quality

House of Quality Example

What the Customer Wants

Interrelationships

How to Satisfy Customer Wants Analysis of Competitors

Relationship Matrix

What the customer wants

Technical Attributes and Evaluation

Customer importance rating (5 = highest)

Lightweight Easy to use Reliable Easy to hold steady Color correction

3 4 5 2 1

House of Quality Example

What the Customer Wants

Interrelationships

How to Satisfy Customer Wants Analysis of Competitors

Relationship Matrix

Low electricity requirements

Technical Attributes and Evaluation

Aluminum components

Ergonomic design

Auto exposure

Paint pallet

Auto focus

How to Satisfy Customer Wants

House of Quality Example

What the Customer Wants

Interrelationships

How to Satisfy Customer Wants Analysis of Competitors

Relationship Matrix

High relationship Medium relationship Low relationship

Technical Attributes and Evaluation

Lightweight Easy to use Reliable Easy to hold steady Color corrections

3 4 5 2 1

Relationship matrix

House of Quality Example

What the Customer Wants

Interrelationships

How to Satisfy Customer Wants Analysis of Competitors

Relationship Matrix

Technical Attributes and Evaluation

Aluminum components

Relationships between the things we can do

Low electricity requirements

Ergonomic design

Auto exposure

Paint pallet

Auto focus

House of Quality Example

What the Customer Wants

Interrelationships

How to Satisfy Customer Wants Analysis of Competitors

Relationship Matrix

Technical Attributes and Evaluation

Lightweight Easy to use Reliable Easy to hold steady Color corrections

3 4 5 2 1

Our importance ratings

Weighted rating

22

27 27

32

25

Interrelationships

What the Customer Wants

Relationship Matrix

How well do competing products meet customer wants Lightweight Easy to use Reliable Easy to hold steady Color corrections Our importance ratings 3 4 5 2 1 22 5

G G F G P

Company B P P G P P

Company A

Technical Attributes and Evaluation

Analysis of Competitors

House of Quality Example

How to Satisfy Customer Wants

Interrelationships

What the Customer Wants

Relationship Matrix

Failure 1 per 10,000

Technical Attributes and Evaluation

Analysis of Competitors

House of Quality Example

How to Satisfy Customer Wants

Company A 0.7 60% yes 1 Technical evaluation Company B 0.6 50% yes 2 Us 0.5 75% yes 2

2 circuits

2 to

0.5 A

75%

Target values (Technical attributes)

ok G ok F ok G

Panel ranking

House of Quality Example

Low electricity requirements Aluminum components Ergonomic design Auto exposure Company A Company B

Completed House of Quality

Lightweight Easy to use Reliable Color correction

3 4 5 1

Paint pallet

Auto focus

G P G P F G G P P P

Easy to hold steady 2 Our importance ratings 22 9 27 27 32 25 Failure 1 per 10,000

ok ok

Company A

0.7 60% yes 0.6 50% yes

2 circuits
1 2

Target values (Technical attributes) 2 to 0.5 A 75%

Technical Company B evaluation

Us

0.5 75% yes

ok

Panel ranking
G F

House of Quality Sequence

Deploying resources through the organization in response to customer requirements
Quality plan Production process Specific components Specific components Design characteristics Design characteristics Customer requirements Production process

House 1

House 2

House 3

House 4

Figure 5.4